AccountId: 011433970860
ContactId: 92de450c-6e2b-444b-b732-5c6538c62e76
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 143309 ms
Total Talk Time (AGENT): 35931 ms
Total Talk Time (CUSTOMER): 81453 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/92de450c-6e2b-444b-b732-5c6538c62e76_20250409T13:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm with the Saint Francis Hospital. Um, I'm just trying to verify if one of your members, uh, coverages are still active and if you guys uh need a coordination of benefits, um, and then I do have to let you know that this entire call is monitored and recorded for quality and compliance purposes.
[AGENT][NEUTRAL] OK, [PII], I can help you with uh benefits. Do you have a good callback number?
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Yes, it is [PII], and that's a direct line.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And the policy number of the patient?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, that is 02579330.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] And patient's name and date of birth?
[CUSTOMER][NEUTRAL] The name is [PII], um, date of birth is [PII].
[AGENT][NEUTRAL] Um, it looks like the policy is effective [PII] and current.
[CUSTOMER][NEUTRAL] Like the policies effective
[AGENT][NEUTRAL] Do you need actual benefits or just if there's coordination of benefits?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do you need actual benefits or if there's coordination.
[CUSTOMER][NEUTRAL] Um, just the, uh, coordination of benefits.
[AGENT][NEUTRAL] Um, so yes, this is a secondary plan, so we will need the primary explanation of benefits in order to process the claim.
[CUSTOMER][NEUTRAL] Um, so yes, this is a secondary plan, so we will need the primary explanation of benefits.
[CUSTOMER][NEUTRAL] OK, um, does he need to call and update the coordination of benefits or does his primary insurance just need to have the EUB attached?
[AGENT][NEUTRAL] I just need the primary EOB attached when the claim is filed.
[CUSTOMER][NEUTRAL] OK, um, then I think um that was all the information I needed [PII], could I just get the reference number for our call?
[AGENT][NEUTRAL] Um, it's just my name and today's date.
[CUSTOMER][POSITIVE] OK awesome thank you I appreciate your help [PII].
[AGENT][POSITIVE] Thank you for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Thanks you too bye.